We've seen just how the customer experience impacts revenue. So why do so many revenue-driven organizations keep treating support as a cost center? Intercom's Chief Revenue Officer, Leandra Fishman joins us to discuss. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Leandra Fishman on driving revenue through stronger customer relationships

On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support. Follow The Ticket to get the weekly episodes and sign up for our twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter 

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Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.   
 You can watch this episode on YouTube: https://www.youtube.com/watch?v=yZgHB9KFl1Y 
 Follow the people: https://www.linkedin.com/in/eoghanmccabe/ https://www.linkedin.com/in/fergalreid/ 
 Say hi 

Off Script: Reinventing customer service with AI

This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez unpack how customer support leaders can confidently guide their teams into this new strategic future being driven by AI. 
 Watch this episode on YouTube: https://www.youtube.com/watch?v=nAHX07s8eDU 
 

Unlocking customer service's strategic potential with AI

Renowned customer service and CX expert Shep Hyken joins Declan Ivory, VP of Customer Support at Intercom, to discuss highlights from his Achieving Customer Amazement Study and wants to help you create an amazing customer experience.and emerging trends shaping the future of customer experience. 
 Watch this episode on YouTube: https://www.youtube.com/watch?v=dOIYgZ2rRrk 
 

Shep Hyken on getting ahead of the competition with exceptional CX

Intercom's Declan Ivory, VP of Customer Support, and Ruth O’Brien, Senior Director of Automated and Proactive Support, discuss how AI has fundamentally changed things not just for our team, but for every support team. They unpack why it’s so critical to get onboard with AI and how they’ve reimagined and evolved Intercom’s Support org to take full advantage of the opportunities AI has to offer. 
 Watch this episode on YouTube: https://www.youtube.com/watch?v=4MznUEXiwzQ 
 

Evolving your support org to thrive in the AI era

This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez break down how our own Customer Support team got started with AI. They discuss what the first three months looked like as the team made the switch to an AI-first approach, and offer some practical advice for how others can confidently embrace the new way. 
 Watch this episode on YouTube: https://www.youtube.com/watch?v=sgJvV4diKNo 
 

Leandra Fishman on driving revenue through stronger customer relationships

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